Frequently Asked Questions

Is the Paperless Billing service secure?

Yes. For security and privacy of transactions, enrollment requires a user name and password to log on to the online billing service. We use 128-bit encryption, which is the safest encryption technology available today.

What are my payment options with Paperless Billing?

Paperless Billing with Automatic Monthly PaymentThe easiest way to pay your Duke Energy bill is to use the Automatic Monthly Payment feature. Your balance due will be automatically deducted from your bank account each month. When signing up for the Automatic Monthly Payment plan, you will be asked to select your payment date. The payment date options are: the due date, the day the bill arrives or 1-10 days prior to the due date.

For added convenience and control, the Automatic Monthly Payment option allows you to set an account payment threshold. For example, if you set an account payment threshold of $150.00 and your monthly energy bill exceeds that amount, your monthly energy bill will not be paid. You will need to electronically authorize the payment for your Duke Energy account online that month.

Once you have enrolled your account to be paid with the Automatic Monthly Payment option, all future bills will be automatically paid unless you choose to set an account payment threshold as previously mentioned.

Paperless Billing with One Time PaymentYou can electronically authorize your payment at your convenience. Payment Options include: ASAP (As soon as possible), or schedule a payment for a future date. For either of these payment options, you can choose to have your payments deducted from either a checking or savings bank account.

Make a One-Time PaymentMake an immediate payment using a credit card, debit card or electronic check with Speedpay®. Speedpay charges a convenience fee for this service. To do this, go to the Billing and Payment options and then select One Time Payment with Credit Card under the “Other Options” section

Paying by MailPaying your bills by mail remains an option, but is not recommended after you sign up for Paperless Billing. This could delay your payment posting.

What if I am already paying electronically at another site?

If you are currently paying at another site, you may be able to receive your Duke Energy bill at that site. View a list of more than 400 portals that will allow you to receive a bill each month from Duke Energy.

Who can enroll?

Existing customers can enroll anytime. New customers can enroll after they have been assigned a Duke Energy account number.

Note: The following account types are not eligible to enroll: Summary billed, EDI, accounts with a history of returned checks or any accounts currently subject to disconnection.

Will I be able to pay immediately after I enroll my account?

Yes. Your account will be available to pay online immediately after you enroll in Paperless Billing.

Will I continue to receive paper bills?

No. Once you sign up for Duke Energy's Paperless Billing service, you will no longer receive paper bills in the mail. You will receive an e-mail notice each month when your bill is available for viewing.

If you do not receive your e-mail notification this month, please verify the notification is not in your SPAM, JUNK or BULK mail folders. The e-mail notification is sent as a reminder to view your bill. Be sure to add our e-mail address of DukeEnergyPaperlessBilling@duke-energy.com to your approved senders list so your Internet Service Provider will accept these monthly e-mail reminders. If you do not receive the notification, your bill can still be viewed by using Duke Energy's Online Services application. Please go to www.duke-energy.com.

How do I enroll multiple accounts?

You have the option to enroll multiple accounts during the registration process. To enroll multiple accounts during the registration process, click the "Add another account" link on the Registration Confirmation page and follow the prompts. If you’ve already registered an account with Online Services, you can add another account by clicking the "Add an Account" button located in the top left corner of the Online Services Home Page and follow the prompts to also enroll the new account in Paperless Billing.

How much time do I need to allow when scheduling my payments online?

Your payment will be recognized by Duke Energy immediately. If the payment is entered prior to 7:00 p.m. on a business day the payment will be credited to your Duke Energy account the next business day. If the payment is entered after 7:00 p.m. the payment will be recognized immediately, but will not be credited to the Duke Energy account for two business days.

Can I use my credit card to pay my bill?

You can pay online by credit card using Western Union Speedpay. Speedpay charges a convenience fee for using this service. For your convenience, this service is available 24 hours every day. To do this, go to the Billing and Payment options and then select One Time Payment with Credit Card under the "Other Options" section.

What should I do if I transfer my service to another location?

As long as your old account was enrolled in Paperless Billing your new account will automatically be enrolled in Paperless billing. However, for security purposes you will be required to re-enter your banking information on the new account.

I am now enrolled in Paperless Billing and have not received my first bill electronically. Can I pay my current bill online?

Yes, a payment can be made before receiving the first bill following enrollment. Log in to Online Services and click on Pay Bill and follow the prompts.

What steps should I take to dispute a payment that was made through the Paperless Billing program?

Use the CONTACT US link at the top of the web page. Please give specific information about the payment you are disputing. We will need to know the date of the payment the payment amount, and the confirmation number of the payment if known. Please explain the issue related to the payment you are disputing. Duke Energy will respond to your request as soon as possible.